Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received My order GSUN7F47C00MXMA from Shein with a defective item, which is the WHITE dress VCAY Eyelet Embroidery Ruffle Hem (sw2303018175601944). This item was 3 to 4 sizes smaller and NOT a 8/10 US large as advertise on this site. All other items with the same size in my order were the correct size. This is the second order in a row that I receive from Shein with a defective or wrongfully advertise size item.I contacted customer service to informed them of this situation and to process a return for my full refund. Since then, the customer service have being engaging in asking me the same questions over and over for example, ***** replied to my email saying to please send her the order number, I reply and resend the order number and also told her that the order number was already in the subject and body of the email, however she keep asking me for all of the same information I have being repeatedly providing her over and over in my emails reply for 4 days straight.Then, I received an email signed by ** instructing me to purchase a tape measure, and measure the dress and send the pictures of the measurements. I DO NOT work for Shein and it is not my job to do that, and ot is not Shein Job to ask me to do that, who does that? This is overkill inconvenience and excuses to not simply process a return and send my full refund for which I am entitle too, especially due to a defective or wrongfully advertise item. But Shein refused to do so, and they also unable me from processing the return for my refund on my own on their system for this item and for all items in this order, almost like they are sabotaging me from processing any return for any other item in order and from receiving my full refund for this defective item especially, and as loyal customer. This is not only ridiculous, but it is also humiliating, insulting, disrespectful and unacceptable. Not to mentioned what we name people or companies who wrongfully take, keep and bully money from others.

  Business Response

  Date: 11/22/2023

  
  Hello,
  
  We are sorry to hear that the size doesn't fit and this is not what you expected.
  
  If you would like to request a return, please refer to the following link: **************************************************************
  Or seek help from customer service via this link **************************************************************.
  
  Please type your question directly in the message box to get an answer or solution. If the answers don't match, please go ahead and describe the issue in detail and submit a ticket to get manual service. We'll offer a proper solution for you asap.
  
  Have a great day??
  SHEIN

• Initial Complaint

  Date:07/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order with this company. I received a portion of my purchase and the other portion does not even show it has been sent out. I tried using the company's customer service chat bot through their website, their app, and even their ******** page. I could not get any help in finding out anything about my remaining purchase. I am angry that they have no one to speak to about my issue and their automated service did not have my issue as a choice. Please help me resolve this.

  Business Response

  Date: 11/22/2023

  
  Hi,
  
  We are very sorry for the delay in your order. Delivery can be delayed due to many factors and this is not the experience we aim to deliver to our customers.
  
  For additional support, contact our customer service center via this link **************************************************************. Please type your question directly in the message box to get an answer or solution.
  
  You can also contact us in the SHEIN app by following these steps after logging in:
  1. Please click "me"
  2. Support
  3. Click customer service
  4. Select a subject
  If the problem remains unresolved, please go ahead and describe the issue in detail and submit a ticket to get manual service. We'll offer a proper solution for you asap.
  
  Yours sincerely,
  SHEIN

• Initial Complaint

  Date:07/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a few thousand dollars in merchandise. Multiple things I purchased were not only not up to expectation but they were damaged missing items and overall a rip off I am unable to even contact support because the chat bot will not forward me do to it being too late even though it's only three days later and I have an even had enough time to get it all opened. I want a refund for all damaged and misleading items!

  Business Response

  Date: 11/22/2023

  
  Hello,
  
  Thank you for sharing your feedback with me. We are very sorry to hear that our items don't meet your expectation. I have shared your feeback with our corresponding department to help guide us with continuous improvement.
  
  Please contact our customer service center via this link **************************************************************. Please type your question directly in the message box to get an answer or solution. If the answers don't match, please go ahead and describe the issue in detail and submit a ticket to get manual service. We'll offer a proper solution for you asap.
  
  We look forward to serving you ??
  SHEIN

• Initial Complaint

  Date:07/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 30th I placed an order for 19 girls dresses - Order CO_464713, $70.15. I have sent several emails asking where my order was. At first it was stuck in ** due to customs, Then nothing until about a week ago when they asked if I received a ring. I did. they said I could get that at a discount price. They sent this: ( I apologize for not being able to reply to your message in time. At the same time, due to this low-price promotion and logistics companies refusal to settle claims, we cannot afford the expensive cost of returning and resending orders.We apply to higher level again for you and we can provide you50%The order total as a refund, and can keep this ring, which also represents our apologies and compensation to you.)I told them I wanted my order and a return label to send back the ring. I haven't heard back for 5 days.

  Business Response

  Date: 11/22/2023

  
  Hello,
  
  SHEIN is committed to providing customers with fast and high-quality logistics services.
  
  We're sorry that the local courier did not provide you with an optimal delivery experience. We have recorded your feedback and provided it to our team so that we can continually optimize the delivery experience for our customers.
  
  For additional support, contact our customer service center via this link **************************************************************. Please type your question directly in the message box to get an answer or solution.
  
  You can also contact us in the SHEIN app by following these steps after logging in:
  1. Please click "me"
  2. Support
  3. Click customer service
  4. Select a subject
  If the problem remains unresolved, please go ahead and describe the issue in detail and submit a ticket to get manual service. We'll offer a proper solution for you asap.
  
  Yours sincerely,
  SHEIN

• Initial Complaint

  Date:07/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never received my package from shein. It was a package split into 2 and I never received the second half and no one shein or the shipping company speedx will help me. They keep sending me chat prompts that dont help. I received 4 pair of 9 pairs of shoes I purchased.

  Business Response

  Date: 11/21/2023

  
  Hi,
  
  We apologize for this inconvenience.
  
  If the shipping status shows that the package has been delivered but you have not received it, we strongly encourage you to check your mailbox or front of home and ask neighbors or the front desk of the building.
  
  For additional support, contact our customer service center via this link **************************************************************. Please type your question directly in the message box to get an answer or solution.
  
  You can also contact us in the SHEIN app by following these steps after logging in:
  1. Please click "me"
  2. Support
  3. Click customer service
  4. Select a subject
  If the problem remains unresolved, please go ahead and describe the issue in detail and submit a ticket to get manual service. We'll offer a proper solution for you asap.
  
  Yours sincerely,
  SHEIN

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello i processed an order on May 12th and received it between May *****th ( order number GSUNY626U000RHG ) also i placed another order on May 12th order number GSUNY62620011LU) from the first order i sent back every item (3) pair of pants that i purchased because they did not fit requesting for my refund to be issued to me by my shein wallet and the second order i sent back 5 items for the same reason? Poorly made and did not fit..:requesting my refund to be issued back to me. I have emails verifying my orders has been received by the company and has been reviewed but has been stuck in a processing refund status for well over a month now which according yo their FAQ i should have gotten money no longer than than 10 business days. I have attempted to reach out to them by email and no response , i have tried the helpless chat agent which they dont even communicate with you but run you in circles then i tried messenger on fb and which is also a chat agent that told me my jeans have been refunded and the reason my other refund didnt go through is that i have a complaint order then told me to contact bank but this is a lie, when i reached back out as i was confused i was told Hi,A security alert has been triggered due to anomalous behavior in your account based on historical activity, and ordering from this account is now unsupported.We suggest you browser and purchase on other website instead.Apologies for any inconvenience this may cause.Kind regards,SHEIN customer service i replied back completely clueless and confused. I have had my bank for years and have never had this issue. My account is very legit and i have only ordered through them a number of times all legit. This company is clearly trying not to refund me my $131.50 andi want my money back TODAY.

  Business Response

  Date: 11/21/2023

  
  Good day, 
  
  We're sorry to hear about your experience regarding refunds. We'd like to sort it out.
  
  Please contact our customer service center via this link **************************************************************.
  
  Please type your question directly in the message box to get an answer or solution. We'll offer a proper solution for you asap. If the answers don't match, please go ahead and describe the issue in detail and submit a ticket to get manual service.
  
  We look forward to serving you ??
  SHEIN

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20284884
  
  I am rejecting this response because: it is now November 21,2023 and this issue with them took place in May 6 months ago .:: without them ever replying back to any of my previous emails i sent prior to be filing a complaint with BBB and still to this day i never was contacted but instead my account was suspended on shein and now i cant even go into my account. I was told by a chat agent via fb from their social media platform. If i havent received an email in 6 months i dont desire to send another email to wait another 6 months however i am requesting my refund of $131.50 be warranted to me assp. 
  
  Sincerely,
  
  **********************

  Business Response

  Date: 06/10/2024

  Hello,
  
  Thanks for your reply. We do apologize for all the inconvenience.

  We would like to inform you that upon checking, your orders are under dispute, the funds are frozen and no operation can be operated at the moment. We suggest you to contact your payment platform or bank for more details. Please reach us back later after canceling the dispute.

  For further assistance, you can also contact our customer service through this link: ************************************************************** Or you can contact **************** by ********************** app. 

  Thank you and have a nice day

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed four orders beginning on April 19, 2023, all four were confirmed with order numbers as follows;1. US3019680 $36.91 04/19/2023 2.US3019832 $54.27. 04/19/2023 3.US3024454 $33.90 04/23/2023 4.US3054888 $24.21. 05/13/2023 Upon trying to track these orders it would say theyre in transit and be patient. Then one by one they said they were all delivered. I even went to our post office and they had no information and told me that the tracking numbers were untraceable and I were possibly scammed. At first when I contacted them by email I got responses but still no packages. And I get no response when I contact them And I gave the my address correctly. I would like a full refund of my money and warn people not to purchase from the shein site thats on ********

  Business Response

  Date: 11/21/2023

  
  
  Hello,
  
  We are really sorry for this, but this is not the official SHEIN website.
  Unfortunately, you are a victim from a fake ad that lead you to a fraudulent website.
  
  If you have made a purchase from a fake site, we listed some of our recommendations below:
  
  1. Contact your bank immediately to request a refund of the fraudulent purchase;
  2. Also, contact your bank to request the verification of your credit card or even to get it blocked. In case of cloning, the responsibility passes to the card company;
  3. File an internet purchase report (electronic police station, if available in your state) to start the investigation process and wait for the problem to be solved.
  
  In addition, here are some valuable online shopping tips to ensure your safety:
  
  1. Always visit the official SHEIN website: ************************************** or the official SHEIN app, which can be found in the App Store and Play Store;
  2. Before making a purchase, always look for security seals and certificates, such as SSL certificate (represented by a small locker on the left side of the *****
  3. If you are still in doubt, try to contact the merchant through the available channels before making a purchase;
  4. Never reveal your credit card password online ********** is never requested by any SHEIN attendant);
  5. Always make your purchases on a trusted device; use only your own devices or those of trusted people.
  
  Thank you for being a SHEINer and please do not hesitate to shop with us again with all the security that only the official SHEIN site can offer. 
  
  You are very important to us!
  
  
  Yours Sincerely
  SHEIN Team

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered clothing from Shein but all the articles were too large and I wanted to exchange/return them. There was no packing slip. I went onto the website to create a return merchandise authorization, but the website would not show my most recent purchases. I tried all sorts of tricks to log out and back in to see if I had a different login/and password, but every time it indicated that they would send a text coder to my phone nothing happened. I scoured the website AND the Internet for contact info, email or phone, for Shein to no avail. I charged the merchandise on my credit card so I called the phone number listed on the transaction, but it was disconnected. If I have to donate the clothing to the Good Will I shall, but I would really like my $47 back!

  Business Response

  Date: 11/21/2023

  
  Hi,
  
  We're so sorry for the experience you had.
  
  For additional support, contact our customer service center via this link **************************************************************. Please type your question directly in the message box to get an answer or solution.
  
  You can also contact us in the SHEIN app by following these steps after logging in:
  1. Please click "me"
  2. Support
  3. Click customer service
  4. Select a subject
  If the problem remains unresolved, please go ahead and describe the issue in detail and submit a ticket to get manual service. We'll offer a proper solution for you asap.
  
  Yours sincerely,
  SHEIN

• Initial Complaint

  Date:07/06/2023

  Type:Customer Service Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed two orders from them one on June 28th and one on June 22nd. Both have been standing in the status of shipped with a label created since the 25th and 2nd. The delivery company stated they do not have the packages and I am unable to track them. Sheins customer service is a robot that you can only ask pre typed questions to. None on the links work, it does not answer or respond to what you say, the file a complaint option is there for display and doesnt actually work. I cant even cancel the order or try and find out any information about my stuff due to the lack of support from Shein. When I try and ask a question it asks if I want I start a new conversation or continue the previous. Regardless of what I select nothing useful if sent back. My question I typed doesnt even appear in the chat. This is day 4 of spending my time trying to resolve a problem that could have been fixed with proper customer service support. Nothing about this experience is time consuming and stressful. I need my packages for an event. Who wants to have to buy clothes from a store just in case this doesnt come. Its a waste of money and who is to say Ill even be able to refine everything I need in a store.

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 items with express shipping 1 month ago and the order has not made it to me. The order states that its been in my city at the sorting facility since 5 days post order.

  Business Response

  Date: 11/21/2023

  
  Hi,
  
  We are very sorry for the delay in your order. Delivery can be delayed due to many factors and this is not the experience we aim to deliver to our customers.
  
  For additional support, contact our customer service center via this link **************************************************************. Please type your question directly in the message box to get an answer or solution.
  
  You can also contact us in the SHEIN app by following these steps after logging in:
  1. Please click "me"
  2. Support
  3. Click customer service
  4. Select a subject
  If the problem remains unresolved, please go ahead and describe the issue in detail and submit a ticket to get manual service. We'll offer a proper solution for you asap.
  
  Yours sincerely,
  SHEIN